Refund Policy
Last updated: June 2026
PaperToProd holds every project payment in escrow until the work is approved. Because the money is held by the platform — not paid straight to the designer — funds can be returned to the client in the cases below. Refunds are reviewed and issued by our support team; to start one, email us with your job number and a brief explanation.
1. Before you accept a proposal
If you have only posted a job and not yet accepted a proposal, no payment has been taken, so there is nothing to refund. You can close the job from the job page at any time at no cost.
2. After escrow is funded, before work is delivered
If you have paid into escrow and you and the designer agree not to go ahead — for example the designer has not started — your payment can be returned. For this, email our support team with your job number and a short explanation, and we will return the funds to your original payment method.
3. Refunds through a dispute
If you and the designer cannot agree, either party can raise a dispute from the job page. Our Dispute Manager reviews the chat history, submitted files, and the original brief, then decides one of:
- Full refund to the client — the work is undeliverable or the designer abandoned the job.
- Full payment to the designer — the work meets the brief.
- Partial refund / split — both parties share responsibility; the split is set by the Dispute Manager.
See our Dispute Policy for the full process.
4. How refunds are issued
Once a refund is approved, it is issued to your original payment method through our payment provider, Razorpay. The time it takes to appear on your statement depends on your bank or card issuer.
5. Platform fee
Clients are not charged a platform fee, and when a project is refunded in full you receive back everything you paid — including the payment-processing fee. Partial refunds return the refunded amount plus its share of the processing fee. Designer-side withdrawal fees already charged on completed payouts are not returned if the underlying job is later refunded through a dispute.
6. How to request a refund
Email support@papertoprod.com with your job number, the reason for the refund, and any details that help us understand the situation. We respond within 24 hours, Monday to Saturday.